How to Transfer Chats
from One Agent to Another in Wavixo

How to Transfer Chats from One Agent to Another in Wavixo

Owners & Managers can now seamlessly move chat ownership between agents using the Agent Assignment feature.

Wavixo’s Agent Assignment feature allows Owners and Managers to:
Take over a chat from any agent

Transfer chats to another agent instantly

Monitor conversations to evaluate agent performance

This guide walks you through the process step-by-step.

⭐ Wish to Automate Your WhatsApp Support & Sales?

Wavixo’s Drag & Drop Flow Builder enables you to create static chatbots that guide users, answer FAQs, collect details, and display products—without any coding.
Before we build the chatbot, let’s explore all the message types and elements available in Flow Builder.

⭐ How Owners & Managers Can Transfer Chats

1. Go to the Live Chat Section in Wavixo

Open the Live Chat panel from the left-side menu.

2. Open the Intervened Chats Section

This section displays all chats currently being handled by agents.

3. Select the Chat You Want to Transfer

Click on the specific chat you want to move to another agent.
The top of the chat window will show which agent is currently handling it.

Example from the document:
Chat currently intervened by demoag3576

4. (Optional) Monitor the Chat Incognito

Wavixo allows Owners & Managers to view the conversation quietly to:

Assess agent performance

Observe how the conversation is being handled

The agent is not notified when you monitor the chat.

5. Click the Take Over Button

When you’re ready to transfer the chat:
Press Take Over

This gives you full control of the conversation.
The current agent immediately loses access to that chat.

6. Chat Access Is Now Transferred to You

After you click Take Over:

Your chat window opens

The agent is removed from the chat

You can now respond to the user if needed

7. Click the ‘Transfer To’ Dropdown

After taking control of the conversation, click the:
Transfer to dropdown menu

This lists all available agents.
Choose the agent you want to assign the chat to.

8. Chat Successfully Transferred

Once you select the target agent:

Chat ownership is switched instantly

The new agent (e.g., Kamlakshi_demo_account) now has full access

They can continue the conversation and assist the user

⭐ The New Agent Can Now Respond

After transfer, the selected agent can:

Take over the chat

Reply to the user

Resolve the conversation

This ensures smooth handover during shifts, escalations, or workload distribution.

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